Contact Center Software Market By Component (Software [Interactive Voice Response (IVR), Intelligent Routing, Automatic Call Distribution (ACD), Outbound Dialler, Automation & AI, Reporting & Analytics, Integrations, Call Recording) and Services [Professional Services and Managed Services]), By Deployment Mode (On-premise and On-cloud), By Verticals (BFSI, Retail & e-Commerce, IT & Telecom, Travel & Hospitality), and By Regions (North America, Europe, APAC, RoW) – Global Forecast up to 2025

  • September, 2019
  • Domain: ICT - Software & Services
Pages: 79
Tables: 31
Charts: 36
Regions/Countries: 4/0
Companies: 10
Enquiry Hours: 10
  • Get Free 10% Customization in this Report

This market research report includes a detailed segmentation of the global contact center software market by component (software [interactive voice response (IVR), intelligent routing, automatic call distribution (ACD), outbound dialler, automation & AI, reporting & analytics, integrations, call recording, and others) and services [professional services and managed services]), by deployment mode (on-premise and on-cloud), by verticals (BFSI, retail & e-commerce, IT & telecom, travel & hospitality, and others), and by region (North America, Europe, APAC, and RoW). The market research report identifies Genesys, Cisco Systems, SAP, Avaya, 8x8, Salesforce, Zendesk, Five9, NICE, and TalkDesk as the major vendors operating in the global contact center software market.

Overview of the Global Contact Center Software Market

Infoholic’s market research report predicts that the global contact center software market will grow at a CAGR of around 15% during the forecast period 2019–2025 to reach revenue of more than $45 billion by 2025. Customers today are more demanding and have high expectations than ever before. The expectation of high support and exceptional customer service across channels has to be met by an organization to gain a competitive edge and enhance ROI. Contact center software, a tool for enhancing communication between customers and contact center agents, is being adopted by organizations across several verticals to meet the ever-changing consumer demands.

Contact center software, by enhancing the inbound and outbound call center capabilities, assists organizations in providing effortless customer experiences, shortening the response times, and improve their telemarketing programs.

According to the contact center software industry analysis, North America accounted for the largest share of the global contact center software market in 2019. Customers in this region are more likely to buy any products or services from the company that offers superior customer experiences. Enterprises in the US and Canada are adopting contact center software to enhance the overall productivity and inbound & outbound operations. The Asia Pacific region is expected to witness the fastest growth rate during the forecast period 2019–2025, owing to the increasing adoption of cloud-based contact center software.

Global Contact Center Software Market Research Competitive Analysis and Key Vendors

The report covers and analyzes the global contact center software market. Major vendors across different verticals are planning for high investments in this market, and as a result, the contact center software market is expected to grow at an impressive rate in the coming years. The key players in this market are adopting various organic as well as inorganic growth strategies, such as mergers & acquisitions, collaborations & partnerships, joint ventures, and few other strategies, to be in a strong position in the market.

Few of the Key Vendors in the Global Contact Center Software Market Research:

  • Genesys
  • Cisco Systems
  • SAP
  • Avaya
  • 8x8
  • Salesforce
  • Zendesk
  • Five9
  • NICE
  • TalkDesk

SAP CRM and Customer Experience solutions are enabling the companies in delivering next-generation customer experience to stay competitive. By leveraging technologies, such as AI, ML, IoT, and analytics, SAP is helping its customers to engage with their users in real-time. SAP contact center software enables organizations in optimizing their contact center operations and arranging, prioritizing, & routing customer's contacts.

There are numerous other vendors that have been studied based on the portfolio, geographical presence, marketing & distribution channels, revenue generation, and significant investments in R&D for the analysis of the entire ecosystem.

Global Contact Center Software Market Research, By Components

  • Software 
    • Interactive Voice Response (IVR)
    • Intelligent Routing
    • Automatic Call Distribution (ACD)
    • Outbound Dialler
    • Automation & AI
    • Reporting & Analytics
    • Integrations
    • Call Recording
    • Others
  • Services 
    • Professional Services
    • Managed Services

The software segment is estimated to hold the largest market share and is expected to witness significant growth due to the high demand for contact center software among organizations for providing superior customer service.

Global Contact Center Software Market Research, By Deployment Mode

  • On-premise
  • On-cloud

Among these deployment modes, the on-premise deployment mode is estimated to hold the largest market share. Organizations prefer on-premise deployment mode to have complete control over the infrastructure and security. On-cloud deployment mode is anticipated to grow at the highest rate during the forecast period 2019–2025.

Global Contact Center Software Market Research, By Verticals

  • BFSI
  • Retail & e-Commerce
  • IT & Telecom
  • Travel & Hospitality
  • Others

The BFSI segment is estimated to hold the largest market share in 2019. The BFSI industry is adopting contact center software & services for streamlining customer-facing processes and meeting customer demands.

Global Contact Center Software Market Research Benefits

The report provides an in-depth analysis of the contact center software market. For offering more interactive omnichannel support and personalized customer experiences, several organizations across verticals are adopting contact center software & services. The report discusses the market in terms of software, services, deployment mode, verticals, and regions. Further, the report also provides details about the drivers, opportunities, and major challenges impacting the market growth.

1          Executive Summary

1.1     Synopsis of Key Findings

2          Industry Outlook

2.1     Overview

2.2     Key Industry Trends

3          Market Snapshot

3.1     Total Addressable Market

3.2     Segmented Addressable Market

3.2.1   PEST Analysis

3.2.2   Porter’s Five Force Analysis

3.3     Related Markets

4          Market Characteristics

4.1     Market Ecosystem

4.2     Market Segmentation

4.3     Market Dynamics

4.3.1   Market Drivers

4.3.2   Market Restraints

4.3.3   Market Opportunities

4.3.4   DRO – Impact Analysis

5          Contact Center Software System Market, By Component

5.1     Overview

5.2     Software

5.2.1   Interactive Voice Response (IVR)

5.2.2   Intelligent Routing

5.2.3   Automatic Call Distribution (ACD)

5.2.4   Outbound Dialler

5.2.5   Automation & AI

5.2.6   Reporting & Analytics

5.2.7   Integrations

5.2.8   Call Recording

5.2.9   Others

5.3     Services

5.3.1   Professional Services

5.3.2   Managed Services

6          Contact Center Software System Market, By Deployment Mode

6.1     Overview

6.2     On-premise

6.3     On-cloud

7          Contact Center Software System Market, By Verticals

7.1     Overview

7.2     BFSI

7.3     Retail & e-Commerce

7.4     IT & Telecom

7.5     Travel & Hospitality

7.6     Others

8          Contact Center Software System Market, By Regions

8.1     Overview

8.2     North America

8.3     Europe

8.4     APAC

8.5     RoW

9          Competitive Landscape

9.1     Competitor Analysis

9.2     Product/Offerings Portfolio Analysis

9.3     Market Developments

9.3.1   Mergers & Acquisitions (M&A), Expansions, Partnerships

9.3.2   Business Restructuring

9.3.3   Product Launches & Exhibitions

10        Vendors Profile

10.1    Genesys

10.1.1 Analyst Opinion

10.1.2 Business Analysis

10.2    Cisco Systems

10.2.1 Analyst Opinion

10.2.2 Business Analysis

10.3    SAP

10.3.1 Analyst Opinion

10.3.2 Business Analysis

10.4    Avaya

10.4.1 Analyst Opinion

10.4.2 Business Analysis

10.5    8x8

10.5.1 Analyst Opinion

10.5.2 Business Analysis

10.6    Salesforce

10.6.1 Analyst Opinion

10.6.2 Business Analysis

10.7    Zendesk

10.7.1 Analyst Opinion

10.7.2 Business Analysis

10.8    Five9

10.8.1 Analyst Opinion

10.8.2 Business Analysis

10.9    Nice

10.9.1 Analyst Opinion

10.9.2 Business Analysis

10.10  TalkDesk

10.10.1 Analyst Opinion

10.10.2 Business Analysis

10.11  Alcatel-Lucent Enterprise

10.12  Ameyo

11        Annexure

11.1    Report Scope

11.2    Market Definition

11.3    Research Methodology

11.3.1 Data Collation & In-house Estimation

11.3.2 Market Triangulation

11.3.3 Forecasting

11.4    Study Declarations

11.5    Report Assumptions

11.6    Stakeholders

11.7    Abbreviations

Research Framework

Infoholic research works on a holistic 360° approach in order to deliver high quality, validated and reliable information in our market reports. The Market estimation and forecasting involves following steps:

  • Data Collation (Primary & Secondary)
  • In-house Estimation (Based on proprietary data bases and Models)
  • Market Triangulation
  • Forecasting

Market related information is congregated from both primary and secondary sources.

Primary sources

involved participants from all global stakeholders such as Solution providers, service providers, Industry associations, thought leaders etc. across levels such as CXOs, VPs and managers. Plus, our in-house industry experts having decades of industry experience contribute their consulting and advisory services.

Secondary sources

include public sources such as regulatory frameworks, government IT spending, government demographic indicators, industry association statistics, and company publications along with paid sources such as Factiva, OneSource, Bloomberg among others.

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